Customer Support QA Specialist

Growe, Is A Leading Business Advisory And Services Group In Igaming And Entertainment. СReators Of Strategies That Work And Solutions That Scale. Combining Strategic Vision With Hands-On Expertise, Growe Helps Businesses Navigate The Fast-Evolving Industry, Seize New Opportunities, Enter New Markets, And Achieve Sustainable Growth.

Perfect For Those Who Aim To:

• Monitor and evaluate Customer Support interactions (chat, email, calls) to ensure alignment with Growe’s quality standards and operational policies;
• Provide structured and constructive feedback to agents, fostering continuous improvement in service delivery;
• Create and maintain quality reports reflecting agent performance, key metrics, and improvement trends;
• Collaborate with the QA, Customer Support, and Training teams to define evaluation criteria and identify areas for development;
• Participate in calibration sessions and contribute to the creation of consistent QA processes across LATAM;
• Support documentation and updates of QA guidelines, SOPs, and best practices;
• Analyze results to propose data-driven action plans and enhance agent performance;
• Contribute to the implementation of a feedback-driven culture across the Customer Support team.

Experience You’Ll Need To Bring:

• 1+ years of experience in Customer Support, Quality Assurance, or a similar operational role;
• Proven ability to assess service quality, identify improvement areas, and communicate clear feedback;
• Experience in preparing and analyzing reports through tools such as Google Sheets or Excel;
• Strong written and verbal communication skills with attention to detail;
• Familiarity with customer service platforms such as Intercom (nice to have), and collaboration tools like Google Workspace and Slack;
• Advanced or upper-intermediate level of English (written and spoken);
• Fluent level of Spanish;
• Experience in data interpretation, productivity tracking, and performance measurement is a strong advantage.

It'S A Perfect Match If You Have Those Personal Features:

• Detail-oriented, analytical, and curious – you spot patterns and take initiative to resolve them;
• Open and transparent communicator who values constructive feedback;
• Self-driven, proactive, and capable of working independently;
• Comfortable in a fast-paced, multicultural environment;
• Flexible and adaptable – able to handle evolving tasks and priorities;
• Collaborative and empathetic – motivated to improve both processes and people.

Growe Offers Competitive Benefits To Support Your Professional And Personal Growth, Including:

• Health & Wellness Focus;

• Global Medical Coverage;

• Growth Opportunities;

• Benefits Programs (compensation for the gym/stomatology/psychological service & etc.);

• Performance-Driven Rewards;

• Dynamic Work Environment.

Apply, and let your growth journey begin.